Frequently Asked Questions

Just Energy is a leading supplier of natural gas, electricity and green energy solutions to over 1.8 million customers across North America. Our green energy and energy efficient programs provide a real and convenient solution for our consumers to reduce the environmental impact associated with their everyday energy use. Our Natural Gas and Electricity products provide innovative solutions which allow our customers to choose from an array of products to suit their lifestyle and comfort levels with market knowledge which includes fixed rate, variable rate and index commodity supply programs. Just Energy also provides new standalone green energy and home efficiency products and services.

The Just Energy Group of Companies currently serves customers across Canada and the United States in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, California, Delaware, Texas, Georgia, Florida, Michigan, Illinois, Indiana, Ohio, New York, New Jersey, Pennsylvania, Massachusetts and Maryland.

Can anyone sign up with Just Energy?

Natural gas and electricity account holders who are above the age of adult majority and reside in Just Energy’s service areas are eligible to choose Just Energy as their service provider. Just Energy’s services are available in most areas of Alberta. Some of our programs may have more specific eligibility requirements. Please click below or contact us for specific information regarding eligibility.

Just Energy Alberta L.P. is an independent natural gas and electricity retailer that provides competitive electricity and natural gas supply programs to commercial and residential customers across the province. Just Energy Alberta L.P. is an affiliate of Just Energy Group Inc., a publicly traded company (NYSE:JE and TSX:JE) that services over 1.8 million customers across North America.

Are you licensed to market natural gas and electricity in Alberta?

Just Energy is licensed to market natural gas and electricity in Alberta.

How is my natural gas rate determined?

If you are currently not on a program with a gas retailer, you are paying the regulated rate for natural gas from your regulated provider. Your provider estimates what it anticipates paying for natural gas for the month, adds or subtracts any balances for over and underestimation in previous months, and, based on this forecast, proposes a rate to the Alberta Utilities Commission (AUC). Upon approval, the provider will begin charging this rate and from month to month, will review and change the rate to reflect actual costs of natural gas.

How is my electricity rate determined?

If you are currently not on a program with an electricity retailer, you are paying the regulated rate for electricity (known as the RRO, or Regulated Rate Option). To determine the price of your electricity, your regulated provider proposes a purchasing plan and rate to the Alberta Utilities Commission (AUC). Once approved, this rate then becomes the RRO which is charged to every customer. Each month, the provider will review the rate and issue what is known as a “rate rider” to compensate for losses/gains caused by offering a fixed rate to consumers.

Yes, Just Energy will bill you directly. If you signed up for natural gas and electricity services at different times, you may receive two bills. You can simply call us to have your services consolidated on to one bill.

Is Just Energy charging me for my supply only?

Your contract with Just Energy covers your supply costs and JustGreen (if chosen) as well as Utility pass-through charges for regulated delivery, transmission, transportation and other costs billed by your Utility.
In addition to your supply, you will pay a Site Administration Fee per billing account, plus an additional monthly fee for any additional site IDs.

Does Just Energy charge a deposit for new service?

No, Just Energy does not ask for a deposit for new service.

How can I find out my current account balance or see my current bill?

Your current account Balance is available in the “Overview” page or the “Bills & Payments” page. You can also view your current bill in the “Bills & Payments” section of My Energy World.
If you would like to receive a copy of your bill electronically, we are pleased to announce the introduction of our simple and convenient e-Bill where you can receive detailed billing via email. This allows you to view your bills electronically at your own convenience. In addition, you can contact Just Energy’s Customer Service at 1-866-587-8674 or cs@justenergy.com for information regarding your current account balance.

How long after signing up will Just Energy take effect as my provider?

In Alberta, if you still remain eligible for enrolment after signing, it can take up to 90 days for Just Energy to become your commodity supplier. If it has been longer than that and you still do not receive a bill from Just Energy Alberta L.P. please contact us.

Does Just Energy charge a late fee and how much?

Yes, late fees of 2.5% apply and are compounded monthly and charged. For you convenience, we offer pre-authorized debit payment as well as a selection of other payment methods. Click below to learn more about our convenient payment options.

If you choose to terminate your contract for electricity or natural gas supply early you have 10 days after you receive your first bill to cancel at no cost. However, Just Energy extends this period to 30 days after your first bill. If you entered into a Just Energy contract through a telesales, you can terminate your contract within 60 days after your first bill at no cost. If you cancel any time after that and you are a small volume customer, your exit fee will be capped at $75 for every full and partial year left in your electricity or natural gas contract. However this may not be consistent across all contracts as some older contracts may have a different exit fee charge. If you are uncertain and would like to check what your exit fee amount is please contact Just Energy or review the terms and conditions of your contracts.

What are the benefits of making payments using a pre-authorized debit plan?

With our Pre-Authorized Debit plan, there is no need to fuss with envelopes or stamps to pay your energy bills. Our program ensures that your payment will always arrive on time - even when you’re away. It’s the fastest and safest way to pay your bill. Call our contact centre (1-866-587-8674) to enroll your account on this plan.

There are some words on my energy bill that I don't understand. What should I do?

You can click below to find plain language of terms used on your natural gas and/or electricity bill.

If you have any other questions regarding your commodity supply, please contact Just Energy: Call 1-866-587-8674 or email: cs@justenergy.com

Who do I contact if there are any emergencies, leaks or shortages with my commodity supply?

Please contact your local electricity and/or natural gas utility for any problems you may be having with receiving your electricity/natural gas supply, or any emergencies in your area. Your distribution company and emergency number is listed on your Just Energy Alberta L.P. bill. For your convenience we have listed the contact information of the various distribution companies below:
AltaGas 1.866.222.2068
ATCO Electric 1.800.668.5506
ATCO North and ATCO South 1.800.511.3447
City of Lethbridge 403.320.3940
ENMAX Power Corp. 403.514.6100
EPCOR Dist. & Trans. 780.412.4500
FortisAlberta Inc. 310.WIRE (9473)
Town of Ponoka 403.783.4431

What is the “Electricity/Natural Gas use at a glance chart” on my Statement of Account?

It reflects historical usage linked with Sites, We obtain this info from your local utility.

The GST amount on my SOA does not add up?

The GST amount on front/first page includes the sum of all GST charges on both gas and electricity charges as well as combines the admin fee. Whereas pages 2/3/4 shows GST charges on separate line items on subtotal of gas and elect charges.

How do I consolidate my accounts?

Please call our customer service number at 1-866-587-8674 to see if account consolidation requirements are met and accordingly CS will process this request.

What can I do to reduce my monthly SOA?

Suggestions to reduce your Electricity bill:
• Seal up your house (Caulking should be proper on doors and windows);
• You could change your light bulbs and use fluorescents;
• During summer: The hotter the space, the harder an air conditioner must work to keep things cool. Limit the use of heat-generating appliances such as the oven, dishwasher or clothes dryer during the daytime hours when temperatures are hottest;
• Close your blinds during the day. Rooms get hotter without shades or curtains to block the sunlight, especially with south- and west-facing windows. Put this idea to work more effectively with insulated window treatments;
• Unplug gadgets like your cell phone charger or microwave which consume energy when they are plugged in – and also generate heat -- as long as they're attached to a power source. Standby power for appliances not in use typically accounts for 5% to 10% of residential electricity use.
For lowering Gas bills:
• Use fans wisely: In just one hour, a hard-working bathroom or kitchen fan can expel a houseful of warm air, Turn them off as soon as they've done their job;
• Keep heating vents clear: Vents blocked by rugs and furniture prevent heated air from circulating efficiently;
• Use curtains. Opening curtains and shades on south-facing windows during the day allows solar radiation to warm a living space; closing all curtains at night helps reduce the escape of that heat. Change/clean Furnace filter quarterly.

You can pay your bill through many methods. You may pay by Pre-Authorized Debit plan, Internet and telephone banking or in person at most banks or via mail: (PO Box 2533 STN M Calgary AB T2P 0R7). Payment is due within 21 days from when the bill was issued.

What are the benefits of making payments using a pre-authorized debit plan?

With our Pre-Authorized Debit plan, there is no need to fuss with envelopes or stamps to pay your energy bills. Our program ensures that your payment will always arrive on time - even when you’re away. It’s the fastest and safest way to pay your bill. Call our contact centre (1-866-587-8674) to enroll your account on this plan.

With our Pre-authorized Debit plan, there is no need to fuss with envelopes or stamps to pay your energy bills. Our program ensures that your payment will always arrive on time - even when you're away. It's the fastest and safest way to pay your bill. If you are interested in signing up for Pre-authorized Debit, please contact Customer Service at 1-866-587-8674 or click here. After completion of the form, simply mail it back to us at:
Just Energy Alberta L.P.
80 Courtneypark Drive West Unit 3 & 4
Mississauga, ON L5W 0B3

It is a convenient and paperless, environmentally friendly e-Bill option. With e-Bill you will receive complete detailed billing via email, be able to access your bill 24/7 and maintain an electronic version of your Statement of Account for your records. Click below to upload our Pre-Authorized debit form.

Yes, like most major companies, Just Energy does use a collection agency when necessary.

How does the budget billing plan work?

How Your Payment is Calculated: To calculate your budget billing payment, which will show on the supplier's section of your bill, Just Energy:
i) estimates your annual gas and/or electricity use according to past usage, utility estimates, and/or actual usage, and multiplies that amount by your contract price then;
ii) adds the JustGreen gas and/or electricity charge (if selected) plus any additional amounts; and
iii) adds any current budget billing balance on your account. This total is then divided by your remaining term to arrive at your monthly budget billing amount.
Your Budget Billing Amount May Change: We will re-evaluate your budget billing amount to determine if it is in line with your actual usage. If the re-evaluated budget billing amount is either 25%* above or below your current budgeted amount, the newly adjusted amount will be automatically reflected on your next bill statement.
*Note that this variance range is subject to change at Just Energy's discretion.
Plan Cancellation and Reinstatement: You may be removed from budget billing if you fail to pay two consecutive bills on time. Reinstatement may only occur once during a 12-month period by paying any unpaid budget billing amount and calling us. If you wish to opt out of the budget billing program prior to the end of your contract term, any outstanding balance must be settled at that time, and you will not be permitted to opt back in for at least 6 months.

To calculate your budget billing payment, Just Energy: i) estimates your annual gas and/or electricity use according to past usage, utility estimates, and/or actual usage, and multiplies that amount by your contract price; ii) adds the JustGreen gas and/or electricity charge (if selected) plus any additional amounts; and iii) adds any current budget billing balance on your account. This total is then divided by your remaining term to arrive at your monthly budget billing amount.
If your usage varies by 25% or more than your currented budget amount, your budget billing amount will change, effective on your next bill.

How long can I stay on the budget billing payment plan?

Customers are not obligated to remain on budget billing for their entire term, but can if they choose to. It is simply an option for those that choose to make their budgeting easier by spreading out their natural gas/electricity charges throughout the term of the contract. The plan does not change the total annual gas/electricity cost, it simply helps distribute their billing installments more evenly. Please see above for details on plan cancellation and reinstatement.

Our customer service number is 1-866-587-8674 and please have all your utility account information ready so that we can record your information and serve you better.

Can I transfer my service and have service at two addresses at the same time?

Yes. Just Energy understands how much of a hassle it can be to move into a new home. For your convenience, Just Energy allows you to have electricity or natural gas on at 2 addresses at the same time for up to 60 days. If you need longer than that, then you'll need a new contract for the second location.

Does transferring my service affect my contract?

No, the existing contract will still uphold. The only change will be the service address on record.

Will I have to pay a fee to transfer my service?

In most cases, there is no fee to transfer your service. Refer to the Terms and Conditions of your contract for details.

How can I disconnect my Just Energy service?

You can contact Just Energy to cancel your contract and pay any applicable exit fees as outlined in the Terms and Conditions of your agreement.

How do I change my Just Energy plan?

Our customer service number is 1-866-587-8674 or if you would like please email us at cs@justenergy.com.

If my service has been disconnected for non-payment but I pay my balance, can I have my service reconnected?

If your service ever needs to be disconnected, you will receive a cancellation letter from Just Energy advising of the reason for the cancellation. In order to have your service reconnected, you must contact Just Energy. If Just Energy approves your re-connection, we will make the necessary arrangements to reconnect your service address.

Typically, energy retailers offer Fixed Rate products (allowing you to lock in your commodity supply rate for a set period of time) and Variable Rate products (where the commodity supply rate would change with the volatility of the market for a set period of time). Click here to learn more about the benefits and why you would be interested in one plan over the other.

Green energy is electricity generated from renewable sources such as hydro, solar or wind and natural gas that is offset through reduced carbon emissions.

Does Just Energy offer green energy plans?

Yes, Just Energy does offer green energy programs in Alberta.

What green energy plans does Just Energy offer in Alberta?

Just Energy offers JustGreen™ Power, JustGreen Natural Gas and JustClean™ Lifestyle in Alberta.
With JustGreen™ Power, you can offset up to 100% of your household electricity consumption with renewable energy such as wind and hydro power projects. With JustGreen Natural Gas, you can offset up to 100% of the polluting emissions caused by your natural gas consumption by supporting local emission reduction projects. Both JustGreen products are directly tied to your commodity consumption and are billed along with your natural gas and/or electricity supply charges on your monthly energy bill. With JustClean Lifestyle, you can offset up to 100% of the negative environmental impact associated with your household energy consumption, household waste and vehicle emissions. Unlike our JustGreen products, JustClean Lifestyle is not tied to your commodity and therefore does not appear on your electricity and/or natural gas bill, instead, you are charged a fixed monthly membership fee.

You can choose to green some or all of your energy consumption for an added cost when you sign up for your Just Energy program.
If you are already enrolled in a Just Energy program and would like to add green, simply call our customer service department at 1-866-587-8674 and ask for JustGreen to be added to your current natural gas and/or electricity program with Just Energy.

Why should I buy green energy?

Buying green energy is your opportunity to take action on the growing global and local urgency associated with climate change, while simultaneously increasing consumer demand for sustainable and renewable green energy solutions.

What renewable energy and carbon emission reduction products has Just Energy and JustGreen customers contributed to?

The JustGreen program helps support the development and growth of over 30 green energy projects across North America. To date, Just Energy has invested over $750,000 on renewable energy projects in Alberta alone. This has helped inject 2.8 million mWh of renewable energy into the electricity grid. Click here to learn more about the projects Just Energy supports.

This is a booklet that provides information about your options when it comes to selecting an energy provider. It is important to read through the booklet before signing with an energy retailer like Just Energy.

Who can I contact for further questions, comments, or concerns?

Should you have any further questions or concerns, please feel free to contact us:
- By Phone: 1-866-587-8674
Monday to Friday: 8AM to 8PM MST,
Saturday: 8AM to 6PM MST
- By Email: cs@justenergy.com
- By Mail:
Just Energy Alberta L.P.
80 Courtneypark Drive West Unit 3 & 4
Mississauga, ON
L5W 0B3